Manager, Customer Success

We believe in the power and joy of learning

At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education.   

Our culture values inclusion, engagement, and discovery

Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-belonging/.   

Location: Remote or Hybrid (Territory-Based)   

ABOUT THE ROLE

As a Manager, Customer Success, you will play a dual role—serving as a strategic individual contributor while also supporting team-level initiatives and best practices. You’ll be part of leading a regionally aligned team focused on delivering exceptional outcomes for both customers and the business. Your work will span the full customer journey—from acquisition to implementation, engagement, and renewal—ensuring every district becomes a lasting partner.   

In addition to managing a portfolio of top-revenue Core and Gale adoptions, you’ll contribute to team success by mentoring peers, sharing insights, and helping refine processes that drive scalable impact. You’ll collaborate closely with sales, training, and support teams to ensure seamless customer experiences and measurable results.   

What You'll Do Here:

Customer Acquisition & Onboarding

• Partner with sales to support pre-sale discovery, messaging, and success planning

• Help districts understand the value of Core and Gale solutions and how they align with instructional goals

• Lead onboarding and implementation, ensuring a smooth transition and early success   

Strategic Account Management

• Serve as the quarterback for large adoptions—coordinating internal teams and district stakeholders

• Build strong relationships with district leaders and align product use with their strategic priorities

• Monitor usage data and feedback to drive engagement and identify opportunities for growth    

Tiered Engagement Model

High Touch Adoptions

• Conduct quarterly or monthly partnership meetings

• Deliver custom monthly outreach, training, and support

Medium Touch Adoptions

• Conduct 1–2 strategic check-ins per year

• Provide scaled outreach and onboarding support as capacity allows

Low Touch / Scaled Adoptions

• Deliver curated content via newsletters, webinars, and asynchronous resources

• Promote self-service enablement

Retention & Expansion

• Strategically drive renewals and seat expansion by demonstrating value and aligning with district goals

• Identify and act on opportunities to increase adoption footprint within districts

• Advocate for the customer internally and ensure a seamless, high-impact experience

Team & Process Leadership

• Share best practices and insights to improve team workflows and customer outcomes

• Support onboarding and coaching of team members

• Contribute to cross-functional initiatives that enhance the customer success experience    

What You'll Need:

• 3+ years of experience in customer success, account management, or educational consulting

• Strong understanding of the K–12 education landscape and instructional technology

• Proven ability to drive business outcomes while delivering outstanding customer experiences

• Excellent communication, presentation, and relationship-building skills

• Proficiency with CRM systems, virtual meeting tools, and EdTech platforms

Preferred

• Background in education or EdTech

• Experience with digital content platforms (e.g., Gale)